MS 615 COMMUNICATION SKILLS II

8/7/2019 MS 615 COMMUNICATION SKILLS II

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y Communication is derived from the Latin wordcommunis means to share-sharing of ideas,concepts, feelings and emotions.

y Communication is done in some form or the

other almost every moment of our lives.y Man is a social animal and constantly interacts

with other individuals.

y Communication is a composite of symbols,

gestures and illustrations that accompany eitherthe spoken or the written word.


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Definition of Communicationy Comm. is a 2way process.y There is an exchange and progression of ideas

towards a mutually accepted direction or goal.y Five basic elements of comm. for this process isidentified.

y 1.Sender/Encoder/Speakery 2.Receiver/Decoder/Speakery 3.Messagey 4.Mediumy 5.Feedback


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1.Sender/Encoder/Speaker

y Person who initiates the communication process.

y He selects ideas ,encodes and transmits to the receiver.

y The entire burden of comm. rests upon him.y His choice of words and images goads the receiver to

listen carefully.


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2.Receiver/Decoder/Listener

y The listener receives an encoded message andattempts to decode.

y This process is carried on in relation to the workenvironment.

y If the goal of the sender is similar to his own, thelistener becomes receptive.


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3.Messagey It is the encoded idea transmitted by the sender.

y Formulation of message is important.

y

The sender should present ideas based on therequirements of the receiver.

y The receiver responds when his goals are codified inthe message.

y

The message thus makes an impact.


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4.Mediumy Important element of comm.

y Could be oral, written or non-verbal.

y Medium should be decided prior to the composition ofthe message.


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5. Feedbacky Important component of comm.

y Comm. is effective when there is a feedback.

y Errors and flaws can be minimised in a businesssituation if there is a feedback.


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Process of Communicationy The sender selects a message, encodes and transmits it

to the receiver.

y The receiver decodes it and gives an internal responseto the perceived message.

y This completes the first phase of comm. process.


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y The receiver formulates his message, encodes itand transmits it to the original sender-nowturned-receiver.

y This stage is referred to as providing feedback

and is most crucial.y For the process of comm. to be effective, there

should be a well defined goal in the mind of thesender.

y This completes the second phase of comm.Process.


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Essentials of Business

Communicationy There are seven essential elements to successful

business comm.y 1. Structurey 2.Clarityy 3.Consistencyy 4.Mediumy

5.Relevencyy 6.Primacy/Recencyy 7.Psychological Rule of seven plus ory minus two.


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y 1. Structure: Every good comm. should have 3structural elements:

yA. An opening B. A body C. A close.

yA. An opening allows audience to quickly

understand what the comm. is about.

y B. This is the heart of the message.

Facts, figures, graphs or charts should

be presented to the point.


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y C. A close: Summing up of comm.

y Reminding audience of key points.

y P

owerful ending of comm. is easilyremembered by the audience.


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y 2. Clarity:

y Be clear about the message to be delivered.

y Confused messages confuse the audience and themessage gets confused.


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y 3.Consistency:

y Inconsistency in the message only breeds distrust inthe message and the communicator.

y

Make viewpoints consistent and see that the messagedoesnt change.


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y 4.Medium:

y There are number of ways one can deliver themessage (eg) paper-based memos,letters,presentation,seminar, meetings, email,radioand T.V.broadcast,press release etc.


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y 5. Relevancy:

y Present ideas relevant to the subject.

y Do not deviate away from the subject.

y 6. Primacy/Recency:

y The effect of remembering the Ist few items are

calledPrimary Effect and remembering the lastfew items are called Recency Effect.


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yA powerful opening like a quote, or a joke captures theaudiences attention.

y

The opening and closing of business comm.are the 2most easily remembered and therefore essentialelements.


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y 7. Rule of seven plus or minus two:

y Human brain can hold on to befween 5 and 9 piecesof information at any one time.

y If key points of presentation are to be rememberedeven 5 minutes later, then business comm. Should belimited between just 5 and 9 keypoints.


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Conclusiony To communicate effectively in business it is essential to

have a solid grasp of these 7 elements.


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Business Correspondencey Correspondence plays an important role in our

daily life.

y

It is the means through which ideas, thoughts andinformation is exchanged.

y Importance of Business letters.

y 1. It helps in maintaining proper relationship.y It is inexpensive and convenient mode of comm.


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y 3. It creates and maintains goodwill.

y 4. Serves audience.

y 5. Helps in expansion of business.y The essential qualities of a Business letter are:

y 1. Inner qualities: Simplicity, clarity, accuracy,completeness, relevance,


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y Courtesy, neatness.

y 2.Outer qualities: Quality of the paper, colour of thepaper, folding of the letter, envelope.

y The essential parts of a Business letter are: 1.Heading2.Date 3. Reference 4.Inside address 5.Subject6.Salutation


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y 7. Body of the letter 8. Complimentary close9.Signature 10.Enclosures.

y The various types of letters are:

y Letter of complaint, Letter of enquiry,

y Letter of recovery, Quotation letter, Order letter, etc.


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Unit II Business Correspondence-

ORALy I NTERVIEWS-Types and techniques

y What is an interview?

y It is a psychological and sociological instrument.

y An interaction between two or more people for a specificpurpose.

y The interviewer asks the interviewee specific questionsto assess his suitability for recruitment, admission,

promotion or for an opinion.y It is a systematized method of contact with a person to

know his views-regarded the most important method


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y of data collection.

y OBJECTIVES: Interviews are conducted to achieve the

following objectives:y To select a person for a specific task.

y To monitor performance.

y To collect information.

y To exchange information.


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y To counsel.

y TYPES OF INTERVIEWS: Depending on their

objective and nature, interviews can be categorizedinto the following types.

y 1. Job 2. Information 3. Persuasive 4. Evaluation 5. Exit6.Counselling 7. Conflict-resolution 8. Disciplinary 10.

Termination.


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y Three basic type of interviews emerge when theinvolvement and contribution of the interviewer iscompared.

y 1.Telling 2. Telling and Listening 3. Problemsolving.

y 1. Telling: The f low of comm. is one way.y Effective in a directing, time-constrained situation.

y Can cause hostility and defensive behaviour whenthe employee does not have the opportunity toparticipate.


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y Telling and Listening: More feedback from thesubordinate is allowed.

y But the interviewer maintains control over the flow ofcomm.

y 3.Problem-solving: The flow of comm. is two-way.

yA genuine rapport is established.

y Ideas are pooled and change facilitated


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y a) Job Interviews: The candidate learns about the position and theorganization.

y The employer learns about the applicants abilities and experience.

y Both hope to make a good impression and establish rapport.

y b) Information Interviews: The interviewer seeks facts, that bear on adecision or contribute to basic understanding.

y Information flows in one direction.

y One person asks a list of questions and listens to the answers suppliedby the other person (e.g) doctor-patient, boss-subordinate.


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y c) Persuasive Interviews: The persuader asks about the otherpersons needs and shows how the product or concept is able tomeet those needs.

y Persuasive interviews are often associated with, but not limited toselling.

y d) Exit interviews: The interviewer tries to understand why theinterviewee is leaving the organization or getting transferred to

another dept.y The interviewee provides answers.


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y e) Evaluation Interviews: A superior gives an employee feedback onhis/her performance.

y They discuss progress, goals, for the coming year and other generalconcerns.

y f) Counselling interviews: A superior talks with an employee aboutpersonal problems that are interfering with work performance.

y He is concerned with the welfare of both the employee and theorganization.

y Only a trained professional should offer counselling interviews.

y


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y g) Conflict-resolution interviews: Two competing peopleor groups of people with opposing points of view exploretheir problems and attitudes.

y The goal is to bring two parties closer together and create amore productive climate.

y h) Disciplinary interviews: A supervisor corrects thebehaviour of an employee who has ignored theorganizations rules and regulations.

y He reasons the rules and gets the employee to agree tocomply.

y As emotional reactions are likely, neutral observations aremore effective than critical comments.


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y i) Termination interviews: A supervisor informs anemployee of the reasons for the termination of the

latters job.y He tries to avoid involving the company in legal

action and tries to maintain a positive relationshipwith the interviewee.

y So, he gives reasons that are specific, accurate andverifiable.


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JOB INTERVIEWSy Job interviews can be either face-to-face or telephonic.y FACE-T0-FACE:y Employers expectations:y

1.Disposition: Appearance, clothes, facial expressions,gestures, manners, the way one presents oneself, theimpression left on the employer- all these are thecomponents of ones personality.

y 2. Career objective: Be clear about your career objective.

y One should be able to convey the same to the employer bylinking the priorities in life with background and aptitude.y 3. Subject knowledge: Know the fundamentals of your

subject/s or any specialization you have pursued.


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y 4. General knowledge: A good general awareness is the primaryrequisite of a candidate aspiring for a job today.

y The employer tries to assess your curiosity, happenings around you,

your analytical ability and your mental level.y The way you tackle each question is important.

y Feel confident and develop a positive a positive frame of mind.

y 5. Communication skill: Effectiveness in communicating your ideas,

both verbal and non-verbal and intensity in listening andcomprehension is assessed by the employer.

y Communicating effectively is vital for both personal and organizationalgrowth.


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y 6. Mental agility: The quality to grasp the question and replyappropriately is a sign of mental alertness.

y It implies quick thinking, presence of mind and quick response.

y

This quality can be improved by developing the art of concentration,conversing with intelligent people, by playing carrom or chess, solvingpuzzles or reading witty and humourous plays.

y 7. Consistency: Have a positive , definite and well-developed approachto life.

y Stick to your opinion and make decisions .y Never contradict yourself if your employer asks the same question in a

disguised form.


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y 8. Self-confidence: Most essential requirement of a goodcandidate.

y Self-confidence means trust in oneself and this generatesself-esteem and self-respect.

y Having a positive approach and acting as a leader, canboost ones self-confidence.


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Preparationy Successful interviews begin with preparation.

y Experience, grades, extracurricular activities and other basic necessitiesare not the key to success.

y

These skills have got you the interview.y The key element is attitude.

y Employers see the candidates attitude towards work.

y They look for those who have the can do attitude and are sincerelywilling to put forth their best effort.

y GO THROUGH A MOCK INTERVIEW.

y It is a chance to work out interview jitters.

y An opportunity to practice interview techniques live.


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y A chance to hear constructive feedback for improvement in style andpresentation in the real interview.

y Mock interviews have to be videotaped.

y Go through one or two mock interviews and review answers.y This will build up confidence.

y GATHER ADEQUATE INSIDE INFORMATION:

y Get information about the company from already who is inside or

whom you know.

y Companys website, annual report, newspaper articles will provideinformation about companys strength, mission, global market, people,etc.


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y DRESS APPROPRIATELY:y Select conservative, good quality clothes.y They should be neat, clean and ironed.y Wear clean, polished shoes.y Arrange all documents in a briefcase or neat folder.

y BE PREPARED TO ASK QUESTIONS:y Interviewers expect you to come in with a working knowledge of the

company with a list of questions.y

Questions can be based on the job that you are applying for or yourprospects in that job. (e.g) 1. Whom will I report to?y 2. What training opportunities are

there?


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y MEMORIZE YOUR RESUME:y Have a copy of your resume in your hand.y Remember to make eye contact with your interviewer.

y BE PUNCTUAL:y Always arrive 10 to 15 minutes early.y This gives the necessary time to do a quick mental review before the actual

interview.y Check in with the secretary or administrator.

y

RELAX:y Get a good nights sleep , eat well, and take a relaxing walk.y Dont be disheartened if you lose the job.y A better opportunity may be waiting around the corner.


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TYPES OF QUESTIONSy There are basically 6 types of questions you may face

during the course of an interview.

y 1. Experience questions: Aim is to place objectivemeasurements of your background.(e.g) What is yourC.G.P.A(Cumulative Grade Point Average)?

y 2.Credential Questions: Aims at subjectively evaluating

features of your background. (e.g) What did you learn inyour network programming class? What were yourresponsibilities in that position?


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y 3.Opinion Questions: Aims at analysing subjectively howyou would respond in a series of scenarios. (e.g) Whatwould you do in this situation? What are your strengths

and weaknesses?

y 4. Dumb questions: Asked to find out if you are capable ofan original thought.(e.g) Can you sell this pen to me in one

minute? . What kind of animal would you like to be?


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y 5.Behaviourial questions: Aims to anticipate futureresponses based upon your past behaviour.(e.g) Can yougive me specific example of how you did that? What were

the steps you followed to accomplish that task?

y 6. Difficult questions:Aims to establish the weaknesses aswell as strengths of each candidate.(e.g) Look at your CVfrom the interviewers perspective. List out the gaps,

weaknesses and any problems you can see. If you were theinterviewer, what would you ask? Work out your answer toeach question.


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PROCESS:y Three Basic Steps: An interview consists of 3 distinct steps.

y Establishing rapport

y Gathering information

y Closing.

y 1. Establishing rapport: A vital step for forming firstimpression.

y The tone for interview is set through your physical

appearance and initial responses.y Establish eye contact, smile warmly and greet the

interviewers.


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y You are analysed in reference to the company culture.y Your choice of words and speech reflects the positive attitude

and confidence in you.

y 2. Information gathering: Employers ask questions.y You should be honest and sincere in answering them.y You will be judged on attitude, work ethic, intelligence and

honesty.

y 3. Closing: At the end of a successful interview, there is anindication of what is to come next.

y Further information on the company reserved for the selectedfew is given.


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TELEPHONE INTERVIEWSy A telephone interview is also an interview and not just a

phone call.There are 3 types of telephonic interviews:

y 1. A call initiated by you to the hiring manager and hisinterest in your background.

y 2. A company calls you based upon a previous contact

y 3. You have a pre-set time with a company representative tospeak further on the phone.


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PREPARATIONy Keep all your documents within easy reach of the phone.

y Have a note pad and a pen to take notes.

y

Always stand up when you are talking with your potentialemployer on the phone. It improves your posture and yourresponse time.

y Try to match your speaking rate and pitch with that of theinterviewer.

y Place a Do Not Disturb note on your door.

y Turn off your stereo, TV and any other distractions.


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GUIDELINESy Always greet the interviewer with enthusiasm.y Do not answer questions with one word. Try to give details

of your area of experience.. Keep notes handy. If necessary,

prepare a write-up on your responsibilities and refer to itduring the interview to make sure that you do not forgetanything.

y Do not use any words of your native language.y If you have not understood the question, ask the

interviewer politely to repeat/elaborate.y Avoid repeating yourself.y Do not interrupt the interviewer while he is talking.


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y When talking about your project, instead of trying toproject your present companys capabilities to him, explainhow you went about doing it and sell your capabilities to

him.y If the interviewer appears to be asking trivial or irrelevant

questions, take all of them seriously. May be he is trying tocheck your comm.skills.

y Do not ask any personal questions to the interviewer.

y At the end of the interview, always thank the interviewerfor his time.

y __________

Documents

MS 615 COMMUNICATION SKILLS II